Dica: Quando o cliente diz "Tá caro" || Falando de Loja #30

Summary

This video focuses on handling price objections in sales, detailing three common reasons customers may feel a product is too expensive: competition (cheaper prices elsewhere), budget constraints (affordability issues), and perceived value (not understanding why the price is set as it is). The script provides solutions for each case, including investigating price differences, offering payment plans, and enhancing product demonstrations. It also touches on a special scenario where customers seek special treatment or recognition. The key takeaway is that identifying the root cause of the objection allows salespeople to apply the right solution and close the sale effectively.

Takeaways

• 😀 Identify the root cause of price objections by asking the customer why they think the product is too expensive.
• 😀 There are three primary reasons for price objections: competition (cheaper elsewhere), budget constraints, and value recognition.
• 😀 When a customer says they found a cheaper product elsewhere, investigate if the product is the exact same, including size and model.
• 😀 If the competitor's product is slightly cheaper, highlight the benefits of buying from your store, such as better customer service and product availability.
• 😀 If a customer can't afford the product, offer payment plans or suggest a more affordable alternative.
• 😀 Present higher-priced options first so that any alternatives seem more affordable to the customer.
• 😀 If the customer doesn’t recognize the value of the product, focus on explaining its unique features, benefits, and the quality it offers.
• 😀 Restart the product demonstration if needed, emphasizing the product's value and why it's worth the price.
• 😀 Some customers may ask for discounts; offer small perks (like parking fees) to make them feel valued without reducing the price.
• 😀 Always make it clear to the customer that you can't reduce the price further but offer additional benefits or value to close the sale.

Q & A

What are the three main causes of price objections in retail sales?

The three main causes of price objections are competition (where customers find a lower price at another store), budget constraints (where the customer cannot afford the product), and perceived value (where the customer does not recognize the value of the product at the given price).

How should a salesperson address the objection of a customer claiming the product is too expensive because they found a lower price at a competitor?

The salesperson should investigate if the competitor's product is identical in terms of brand, model, and quality. They should also highlight any differences, such as size or availability, and emphasize the advantages of buying from their store, like better customer service, product availability, or trust.

What is the 'magical question' that helps identify the cause of a price objection?

The 'magical question' is: 'Why do you think it's too expensive?' This helps the salesperson understand whether the customer is referring to competition, budget limitations, or perceived value.

How can a salesperson handle a customer who claims the product is too expensive due to budget limitations?

The salesperson can offer flexible payment options, such as installment plans, to make the product more affordable. If this doesn't work, they can suggest a less expensive alternative that still meets the customer's needs.

What should a salesperson do if a customer does not recognize the value of the product and thinks it’s too expensive?

The salesperson should revisit the product demonstration, emphasizing its quality, benefits, and unique features. They should make sure to communicate why the product is priced as it is, focusing on the material quality, long-term value, and advantages over cheaper alternatives.

Why is it important to identify the specific type of price objection a customer has?

Identifying the specific type of price objection allows the salesperson to apply the correct solution. For instance, handling a competition-based objection differs from addressing one based on budget constraints or perceived value.

What role does customer service play in overcoming price objections?

Customer service plays a significant role, as many customers are willing to pay slightly more for a product if they trust the store's service, feel comfortable in the shopping environment, or believe the store will resolve any future issues efficiently.

How can a salesperson use customer relationship and trust to overcome a price objection?

By fostering trust and a strong relationship with the customer, the salesperson can justify a slightly higher price. Customers may agree to pay more if they believe the store offers better customer service, a more reliable return policy, or a more pleasant shopping experience.

What should a salesperson do when a customer asks for an additional discount on a promotional item?

In these cases, the salesperson can offer small gestures of goodwill, such as covering parking costs or providing small perks, without directly lowering the price. This reinforces the customer's feeling of being special without reducing the value of the product.

What is one effective strategy to present alternatives when a customer finds a product too expensive?

One effective strategy is to show the customer a less expensive product that still meets their needs. It's important to first present the higher-priced product to establish a baseline and then offer alternatives if needed.